​How to Handle Technical Support with Computer Products

​When selling brand new computer products, the chances of a customer calling you for technical support become are little. Furthermore, depending on the nature of the product, it’s possible that none of your customers will ever need technical support.

​It is well known that resellers of all sizes are no longer providing, nor need to provide technical support. They simply direct the customer to the product manufacturer.

Technical support is handled by the product manufacturer: Product technical support and warranty services are provided by the product manufacturer.

You, as the reseller, do not have to provide technical support or warranty coverage as this is handled by the manufacturer, and not the reseller. ​

If the customer calls you for technical support, then you can kindly instruct them to find the product support contact information in the product manual or the users’ guide that came with the product when they bought it.

​And for those customers who no longer have their users guide or product manuals on hand, then you can make it easier for them to contact the product manufacturer by providing a list of the technical support hotlines for the manufacturers you represent in your product line.

Since all products are supported and warranted by the manufacturer, then you can provide the support contact information on your website to make it easier for your customer to obtain technical support from the product manufacturer, should the need of technical support arise.

Note: The only time when technical support may need to be provided by the reseller is when you’re building custom computer systems yourself. And since it was the reseller who built the computer for the customer then it's the reseller who becomes responsible for providing technical support to the customers, as technically, the reseller is the manufacturer for those products.

Yet when selling brand new products untouched by the reseller, then the reseller does not provide technical support. It is the job of the manufacturer to provide technical support and warranty services.